Frequently Asked Questions (FAQ)

General

What are items under KrisShop Living ? KrisShop Living items are only available for home delivery in Singapore and can be identified via the “KrisShop Living” label on the respective product pages, if applicable. A different delivery fee apply for KrisShop Living items. Find out more in the Deliverysection.

Can I make changes to my order after payment has been made? Changes cannot be made to the original order. A new order will need to be placed. Do note that only orders that are paid fully via a credit card may be cancelled and refunded.

What should I do if I receive the wrong order? It is the responsibility of the customer to check the items presented upon receipt. An acceptance acknowledgement will be signed, or you may choose not to sign it and return the product for refund by contacting our Customer Service. An email notification regarding a refund will be sent to you within 96 hours of the return.

Which items are available for inflight and home delivery?Refer to the respective product page for the delivery methods available and choose the preferred delivery option accordingly.

Can I choose two delivery methods in a single order? Yes, you can choose different delivery methods for different products in a single order.

What are the available modes of payments on KrisShop.com? The following credit cards are accepted for payment - American Express, Diners, JCB, MasterCard and VISA. Payment with KrisFlyer miles and KrisShop e-vouchers are also accepted on KrisShop.com.

Can I track my order? KrisFlyer members may log in on KrisShop.com to view and track all recent purchases. Alternatively, please enter your email and order reference number here to check on your order status.

I haven’t received my parcel. Who can I contact?You can check the status of your order here. If you have trouble retrieving information on your delivery status, please contact our Customer Service.

Pre-order for Inflight Delivery

What is the pre-order service for inflight delivery and how do I make use of it? The pre-order service provides you with the convenience to order your items online at KrisShop.com, from the comfort of your home, for collection on your next Singapore Airlines, SilkAir or Scoot flight departing Singapore and on selected Singapore Airlines flights arriving into Singapore.

Which Singapore Airlines flights are eligible for the pre-order service? The pre-order service is available for all Singapore Airlines flights departing from Singapore, except for flight to Malaysia.

Inflight delivery is also available for selected Singapore Airlines flights arriving into Singapore.

From

Flight No.

To

Beijing (PEK)

SQ801SQ805SQ807

SIN

Guangzhou (CAN)

SQ851

Shanghai (PVG)

SQ825SQ827SQ831SQ833SQ835

Hong Kong (HKG)

SQ857SQ861SQ863SQ865SQ871SQ891

Fukuoka (FUK)

SQ655

Haneda (HND)

SQ631SQ633SQ635SQ639

Hokkaido (CTS)

SQ661

Nagoya (NGO)

SQ671

Narita (NRT)

SQ637

Osaka (KIX)

SQ619SQ621SQ623

Incheon (ICN)

SQ603SQ607SQ609SQ611

Busan (PUS)

SQ615

Taipei (TPE)

SQ877SQ879

Which SilkAir flights are eligible for the pre-order service? All SilkAir flights departing from Singapore are eligible for pre-order service except flights to Kuala Lumpur and Penang. SilkAir flights arriving into Singapore are not eligible for the pre-order service.

Which Scoot flights are eligible for the pre-order service?All Scoot flights departing from Singapore are eligible for pre-order service except flights to Jeddah. Scoot flights arriving into Singapore are not eligible for the pre-order service.

When can I pre-order? Pre-orders can be made on flights up to 60 days before the flight date.

For Singapore Airlines flights, please pre-order your items at least 24 hours (or 72 hours for selected flights arriving into Singapore) prior to the flight on which you wish to receive your order.

For SilkAir and Scoot flights, please pre-order your items at least 48 hours prior to the flight departing from Singapore.

How do I pre-order on KrisShop.com? Ensure that your flight is eligible for pre-order and place your order on KrisShop.com within the pre-order window. When you add an item to the "Pre-Order to Flight" shopping bag, a prompt will appear for you to fill in your booking reference. Choose the flight that you wish to collect your items on and make payment to complete the transaction. Your pre-ordered items will then be reserved and made available for collection on your selected flight.

Will there be any delivery charges for the pre-order service?There is no delivery charge for collecting the items you pre-ordered on board your selected flight.

Are all items on KrisShop.com available for pre-order? All items listed with “Pre-order to flight” as a delivery option are available for pre-order and collection on your next Singapore Airlines, SilkAir or Scoot flight. Please check the delivery option available on the respective product page.

How do I collect my pre-ordered items? Simply present the credit card that was used to make the pre-order purchase or the e-invoice from KrisShop.com to the cabin crew to receive your pre-ordered items on board.

What happens if there are changes to my flight schedule after I have confirmed and paid for my pre-order items? Please contact our Customer Service at +65 6506 8788 or krisshopcustomercare@krisshop.com to advise us of your updated travel plans, and we will make the necessary arrangements for the collection of your purchase on board your next flight. Please note that a minimum of 3 working days is required to process the request.

What happens to my pre-order if my flight is cancelled? If your flight is cancelled, please notify KrisShop immediately by sending an email to krisshopcustomercare@krisshop.com for a full refund. Please note that a minimum of 3 working days is required to process the request.

Can I pre-order for everyone in my itinerary or place more than one order for the same flight? Yes, you may place a pre-order for each person in your itinerary. Be sure to take note of Customs Allowance restrictions that may apply. Information on Customs Allowances Policies can be found here.

Home Delivery

How do I make home delivery purchases?

Simply shop on KrisShop.com and add items into your "Delivery" bag before checking out. Alternatively, you can also fill in the KrisShop Order Form and mail it to us.

Where does KrisShop deliver to?KrisShop provides both local (Singapore) and overseas delivery. Please refer to Delivery section for more information.

Are all items offered on KrisShop.com available for home delivery? Only the items listed with "Delivery" on the respective product page are eligible for home delivery. Due to customs and duties restrictions, all duty-free liquor & wines are not available for home delivery. Some items are only available for local delivery in Singapore. Please refer to the product page on KrisShop.com or contact our Customer Service for more information.

Are there any additional fees for home delivery?The product prices shown in the KrisShop Inflight Catalogue and on KrisShop.com do not include delivery charges (please refer to Delivery for more information). Items that are delivered to a Singapore address are subject to the prevailing Goods & Services Tax (GST). For overseas deliveries, prevailing taxes, customs/import duties and postal clearance, if any, are separate and additional to the price. Any additional cost, if applicable, will be borne by the customer and paid directly to the respective custom and/or courier upon arrival of items in the country, and cannot be paid using any form of vouchers (including e-vouchers) or KrisFlyer miles.

Will I be charged customs and import duty for overseas delivery?The delivery charges at checkout do not include any customs/import duties and postal clearance. Any additional cost, if applicable, will be borne by the customer and paid directly to the respective custom and/or courier upon arrival of items in the country.

Can I personally collect my home delivery order?Home delivery orders are not available for self-collection.

How do I pay for my home delivery purchase when using the KrisShop Order Form?The following modes of payment acceptable for home delivery purchases made using the KrisShop Order Form:

Credit cards – American Express, Diners, JCB, MasterCard and VISA

Only original and valid PPS Club vouchers or/and, Inflight Gift Vouchers can be submitted together with your KrisShop Order Form. PPS Club vouchers are non-transferable and pooling of PPS Club vouchers among members is strictly not permitted.

If PPS Club Vouchers is used as a mode of payment, please ensure that the PPS Club member name indicated in the KrisShop Order Form is the same as the name printed on the PPS Club vouchers. Please do not enclose cash or personal cheques with your KrisShop Order Form.

How long will the delivery take after I have submitted my KrisShop Order Form?Upon receipt of the KrisShop Order Form by our mail order team, processing and delivery will take a further 10 working days (for delivery in Singapore) and 14-21 working days for other destinations. Delivery is done door-to-door by courier. Please ensure that the mailing address is complete and legible with a contactable telephone number or an active e-mail address. Please do not provide P.O. Box addresses. Incomplete or illegible information will delay order processing and delivery.

For overseas deliveries, prevailing taxes, customs/import duties and postal clearance, if applicable, will be borne directly by the customer.

Earning KrisFlyer Miles

How do I earn KrisFlyer miles for my KrisShop purchases? KrisFlyer miles can be earned for purchases inflight on Singapore Airlines and SilkAir as well as online on KrisShop.com.

For inflight purchases, provide your KrisFlyer membership number to the cabin crew on board. For purchases on KrisShop.com, simply login with your KrisFlyer account before checking out.

How many KrisFlyer miles can I earn? Earn 1.5 KrisFlyer miles for every S$1 spent on all KrisShop purchases made on KrisShop.com and inflight purchases on Singapore Airlines and SilkAir. KrisFlyer miles are only earned on the nett amount paid with a credit or debit card, excluding delivery charges, prevailing taxes, customs/import duties and postal clearance (applicable for home delivery and vary between countries). If KrisFlyer miles are used to pay for part of the purchase, KrisFlyer miles will only be earned on the portion paid with a credit or debit card, excluding taxes, delivery fees, import duties and postal clearance charges.

When will the KrisFlyer miles be credited? Please allow up to 30 business days for miles to be credited to your KrisFlyer account after your transaction.

KrisFlyer Miles Redemption on KrisShop.com

Can I use KrisFlyer miles to redeem for KrisShop purchases made on board a Singapore Airlines or SilkAir flight? Redemption of KrisFlyer miles for KrisShop items is only available online on KrisShop.com. Redemption of KrisFlyer miles for KrisShop items is not available for inflight purchases on board Singapore Airlines and SilkAir.

How do I redeem my KrisFlyer miles on KrisShop.com? Redeem your miles on KrisShop.com in 3 simple steps:

Log in to your KrisFlyer account on KrisShop.com.

Shop and add the items you wish to purchase to your bag.

During checkout, slide or key in the number of KrisFlyer miles you would like to use. Pay for the rest of your purchase with your credit or debit card.

Is there a minimum number of miles required to redeem for my KrisShop purchases? A minimum of 1,000 KrisFlyer miles is required per transaction.

How many KrisFlyer miles can I redeem with every dollar spend on KrisShop.com? The redemption rate on KrisShop.com is 125 KrisFlyer miles for approximately S$1 spend. This rate is subject to change without notice. The latest rate will be published on singaporeair.com and KrisShop.com.

Can I use my KrisFlyer miles to pay for the entire value of my purchases on KrisShop.com?KrisFlyer miles can be used to offset your purchases on KrisShop.com, except customs/import duties and postal clearance which are applicable for home delivery, and vary between countries. Any prevailing taxes, customs/import duties and postal clearance, if applicable, will be borne by members and paid directly to the respective custom and/or courier upon arrival of items in the country.

Can I use KrisFlyer miles to pay for part of my purchase on KrisShop.com?You can use KrisFlyer miles to pay for part of your purchase on KrisShop.com, or redeem your purchase in full (excluding customs/import duties and postal clearance which are applicable for home delivery, and vary between countries). Any prevailing taxes, customs/import duties and postal clearance, if applicable, will be borne by members and paid directly to the respective custom and/or courier upon arrival of items in the country.

If I use miles to pay for part of my purchase on KrisShop.com, will I earn KrisFlyer miles?You will earn KrisFlyer miles on the nett amount paid with a credit or debit card, excluding delivery charges, prevailing taxes, customs/import duties and postal clearance (which are applicable for home delivery, and vary between countries). Earn 1.5 KrisFlyer miles for every S$1 paid with a credit or debit card. This rate is subject to change without notice. The latest rate will be published on singaporeair.com and KrisShop.com.

Can I redeem for all items on KrisShop.com? All items on KrisShop.com, unless otherwise stated, can be redeemed partially or fully with KrisFlyer miles.

Can I redeem for KrisShop items by calling KrisShop or KrisFlyer Membership Services or Singapore Airlines office? Redemption of KrisFlyer miles for KrisShop items is only available online on KrisShop.com.

I am a PPS Club member. Will I still get my 10% PPS Club discount on KrisShop items if I use my KrisFlyer miles to pay? The existing 10% PPS Club discount will still be applicable, until further notice. Brand exclusions apply. The latest information will be published on KrisShop.com.

Can I use KrisShop vouchers to pay for purchases on KrisShop.com, if I am also using miles to pay?eVouchers can be used on KrisShop.com, together with KrisFlyer miles redemption.

Paper vouchers (e.g. KrisShop Vouchers, Inflight Gift Vouchers and PPS Club Vouchers) are not eligible for purchases on KrisShop.com. Please refer to Voucher Redemption for more details.

Can my KrisFlyer miles be refunded? KrisFlyer miles used for purchases on KrisShop.com are non-refundable.

Can my KrisFlyer miles be refunded if I wish to make changes to my payment (e.g. use more miles or use more cash to pay)? KrisFlyer miles used for purchases on KrisShop.com are non-refundable.

Is the KrisFlyer miles balance shown on KrisShop.com accurate? The available KrisFlyer miles balance (as well as other KrisFlyer information) reflected on KrisShop.com is as at the time of login. Please log in to your KrisFlyer account on singaporeair.com to check your latest miles balance.

How can I check my latest miles balance after my KrisShop purchase? Please log in to your KrisFlyer account on singaporeair.com to check your latest miles balance after your purchase. The KrisShop transaction will be reflected in your recent activities

Who should I approach to find out more about redemption of KrisFlyer miles on KrisShop.com? Please contact KrisFlyer Membership Services for queries relating to the usage of KrisFlyer miles. For purchase or product-related queries, please contact KrisShop.

Who should I call when I experience difficulties during my KrisShop redemption transactions? For issues related to KrisFlyer log-in, please contact KrisFlyer Membership Services. For system issues that occur on KrisShop.com, please contact KrisShop.

Returns & Cancellations

What is the return and refund policy?

Liquids, gels, food products, pillows, bedsheets and apparel may not be returned if they have been opened.

Made to Order products cannot be returned.

Alcohol cannot be returned due to government regulations.

All purchases using any form of vouchers and KrisFlyer miles are non-refundable and non-exchangeable.

All Apple and Samsung products are non-refundable and non-exchangeable.

Upon confirmation by our Customer Service, you will either be directed to an authorised service centre or be requested to return the item by registered post to KrisShop in its original condition and original packaging, accompanied by proof of purchase within 30 days of delivery.

Shipping and handling are at the expense of the customer except for returns of defective items. Upon receipt of the returned goods, we will either exchange or refund the cost of the item to the same credit card used to make the payment.

Can I cancel my order? Yes, you may cancel your order before your purchases are delivered to you. Please contact krisshopcustomercare@krisshop.comto cancel your order. Do note that cancellation is subject to the following cancellation fees:

Cancellation Request

Cancellation Fees

Before order is dispatched

Waived

After order has been dispatched (local delivery)

S$10

After order has been dispatched (overseas delivery)

S$50

Liquids, Aerosals and Gels (LAG) Restrictions

LAG restrictions apply to all carriage of Liquids, Aerosols and Gels in hand-carry luggage on all flights departing from affected airports. This includes inflight purchases from KrisShop. All LAG purchases must be placed in sealed tamper-evident bags, with receipts clearly displayed in the sealed bags.

Important Note:

Tamper-evident bags are available and will be provided only to transit/transfer passengers who purchase LAG items from KrisShop. Without a tamper-evident bag, LAG items carried in hand-carry luggage into LAG-affected airports will be confiscated. Please check with our cabin crew on the availability of these bags. For passengers on 2-sector flight with a transit stop, your pre-order purchase (containing LAG items) will be handed to you on the second sector of your flight (e.g if you are flying from Singapore to San Francisco via Hong Kong, you will receive your entire purchase (if it contains LAG items) on the flight from Hong Kong to San Francisco).

What are the LAG items sold in KrisShop? All items grouped under the categories of Fragrances, Cosmetics (except makeup palettes) and Liquor/Wine are classified as LAG items. Example includes perfumes, skincare products such as facial masks, creams, balms, gels and oil, as well as cosmetics such as mascara, lip gloss and any other items of similar consistency.

Is there a limit on the number of bags that can be brought on board the flight? Can more than one LAG item be placed in the same sealed LAG bag? Passengers may bring more than one sealed tamper-evident bag on board the flight. More than one LAG item may be placed in the bag, but the receipt must be clearly displayed in the sealed bag.

Must LAG items placed in sealed tamper-evident bags be removed from their packaging? No, the items do not need to be removed from their packaging.

If I am transferring or transiting at another airport, will my KrisShop LAG purchase be allowed to pass through security?

i) Stations where LAG items are not permitted

For passengers who are on transit at the following stations and continuing to another destination by air, do note that LAG items purchased on board will not be permitted past the baggage security screening point. As such, you are advised to purchase such items only on the last sector of your travel.

ii) Stations where LAG items are to be checked in prior to connecting flight

For passengers who are on transit in the following stations and continuing to another destination by air, do note that you will be required to check in your LAG items purchased on board prior to proceeding to the connecting gate before moving on to your final destination. If you are unable to check in your purchases, we recommend that such items be purchased only on the last sector of your travel.

Flight

Station

Singapore Airlines only

North America: Houston, Los Angeles, New York (EWR & JFK), San Francisco, Seattle

iii) Stations where LAG items are to be sealed in a tamper-evident bag

For passengers who are on transit at the following stations and continuing to another destination by air, do note that LAG items purchased on board must be sealed in a KrisShop tamper-evident bag accompanied with proof of purchase. If you are on transit, please request for a tamper-evident bag when making LAG purchases.

*For passengers who are on transit in Zürich and Singapore (and continuing to Amsterdam, Australia and the USA via Hong Kong), please purchase LAG items only on the last sector of your travel.

Will KrisShop provide a full refund in the event that my LAG items are confiscated at the transiting/transferring airport?

KrisShop will not provide any refund for any LAG items confiscated at LAG affected airports. If in doubt, passengers are advised to check with our Customer Service representatives at krisshopcustomercare@krisshop.com prior to ordering online or our cabin crew on board.